Customer Success Lead

Job description

At Metcash, you’re part of something bigger. We’ve got the heart of a small business with the strength and support of a big business. When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to: Grow your career with tailored development programs Thrive your way with flexible work options Make your mark in a high-performing, values-led team At Metcash Food, we’re the power behind local business, proudly supplying over 1600 independently owned stores in every corner of Australia and New Zealand. With a range of trusted independent brands like IGA, Foodland and Campbells/C-Store, our stores sit at the heart of their communities, providing locals with the products and homegrown produce they love most. About the Opportunity Looking to take the next step in your Customer Success career? We're looking for a motivated and customer-focused professional to join our Sorted team as a Customer Success Lead . This is an exciting opportunity for someone who is ready to move beyond a traditional Customer Success Coordinator or Specialist role and gain valuable operational leadership experience. As the Customer Success Lead, you'll work closely with the Customer Success Manager as the team's second-in-command (2IC), helping to keep daily operations running smoothly while supporting the development and success of the wider team. This role offers the opportunity to build leadership capability through coaching, mentoring, and guiding team members, while remaining hands-on in delivering exceptional customer outcomes. In this Role Supporting the day-to-day operations of the Customer Success team Providing guidance, coaching, and ongoing support to team members Assisting with onboarding, training, and knowledge sharing Managing escalations and complex customer enquiries Monitoring customer service performance and SLA delivery Driving operational improvements and process efficiencies Working closely with the Customer Success Manager on team initiatives and business projects Maintaining strong relationships with retailers, suppliers, and internal stakeholders . You’re Likely a Match If Experience in Customer Success, Customer Service, Operations, Administration, or Data Governance Is looking for the next step in their career and ready to take on additional responsibility Enjoys supporting and developing others without the need for formal people management Is highly coachable, open to feedback, and committed to continuous learning Can confidently influence and support others through positive leadership Has strong communication and stakeholder management skills Thrives in a fast-paced environment and can effectively prioritise competing tasks Loves solving problems and delivering great customer experiences What’s on offer We’re proud to offer a workplace that supports your well-being, growth, and belonging: 🏖️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually 📚 Career Growth: Endless learning and development opportunities 👶 Parental Leave: 12 weeks of gender-neutral paid leave for primary carers 🌈 Inclusive Culture: Bronze Employer for LGBTQ Inclusion ⚖️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024–2025) 🧠 Mental Health: Gold accreditation by Mental Health Australia 🏡 Flexibility: Flex Ready and Family Friendly Workplace accredited About Us Join us and be part of something bigger! Metcash is Australia’s leading wholesale distribution company, with $19.5 billion in sales (FY26) and a proud spot in the ASX Top 125. We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support. We’re committed to diversity, inclusion, and sustainability — and we welcome applicants from all backgrounds, including First Nations. If you need support during the application process, just let us know. Your privacy and dignity are always respected. This role is being managed directly by our internal Talent Acquisition team. We respectfully request that recruitment agencies do not submit profiles or make contact regarding this opportunity. #LI-CV1 #LI-Hybrid #INFLA